QualificationsSalesGoogle AnalyticsEnterprise salesTechnical supportManagementBachelor’s degree
Bachelor’s degree or equivalent practical experience
5 years of relevant work experience in strategy, operations and/or tech support.
Experience working with stakeholders and managing multiple projects/initiatives and escalations.
Experience leading teams with a focus on coaching, mentoring, people management, and change management.
Experience in an online advertising role and familiarity with the ad serving industry and internet technologies.
Strong understanding of Google’s advertising ecosystem with a focus on Google Analytics and/or Ads Data Hub.
Exceptional business acumen with the ability to problem-solve multiple dimensions of complex, business issues while maintaining ability to work in a fast-paced, constantly evolving team environment
Familiarity with customer support operations including support workflows, channels, and metrics.
About the job
gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it’s our job to help keep the lights on and the ads fresh.
As a Product Troubleshooting Measurement and Attribution Manager in gCare, you will lead a team of Support Specialists in the Americas region (across the U.S. and Latin America) who provide exceptional technical customer support for Google’s Measurement & Attribution products (including Google Analytics, GA360 and Ads Data Hub).
You will play a critical role in making customer care a competitive advantage for Google. This will involve developing efficient workflows, identifying opportunities for seamless support between teams, and designing new services that will provide faster and better support to our customers. You have a passion for delivering excellent customer service and a drive for continuous improvement. You have exceptional leadership, influencing, and change management skills. You are ready to work side-by-side with your team, motivate and mentor team members, and drive alignment across different teams.
Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
To learn more about gTech, check out our video.
(Colorado only*) Minimum salary of $85,000 + bonus + equity + benefits.
Develop a robust understanding of Measurement and Attribution products. Lead your team to deliver on SLAs and ensure exceptional customer experience on complex sales/customer inquiries related to Google Analytics and Ads Data Hub.
Engage with cross-functional partners to build relationships and create/deliver insights to drive operational outcomes.
Lead OKRs in line with gCare objectives and priorities, including driving product/process/tool innovation and change. Influence and collaborate across teams and peers to maximize results.
Build the next 10x for gCare by shaping team strategy to seize new opportunities. Lead and coach your team for performance, development and well-being, while building and driving diverse, inclusive, and equitable culture and outcomes.
Create a clear vision, strategy, and OKRs for your team.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.